Effective Customer Service: Ten Steps for Technical Professions (NetEffect) (Neteffect Series : Technology Skills) - Softcover

David, Goetsch; Stanley, Davis

Softcover

ISBN 10: 0130485292 ISBN 13: 9780130485298

Verlag: Financial Times Prentice Hall, 2003

Inhaltsangabe

This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and constructions firms. It provides readers with a ten-step model for quality customer service, and an understanding of how customers define value. The book¿s “customer-is-king<<170> philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market. KEY TOPICS: The ten-step model explains in detail how to understand customer service and its importance; set the tone and company-wide expectations; identify what your customers want; benchmark the company¿s processes; compare actual performance against benchmarks, identify root causes; provide customer service training for all employees; turn difficult and dissatisfied customers into loyal life long customers; communicate effectively and often with customers; establish internal customer satisfaction; and establish a customer-oriented culture. MARKET: For customer-driven businesses―especially engineering, manufacturing, and construction companies.

Über diesen Titel

Über die Autorin bzw. den Autor

David L. Goetsch is Provost of the Joint Campus of the University of West Florida and Okaloosa-Walton Community College and Professor of Quality, Management, and Safety. Dr. Goetsch is also President and CEO of the Institute for Continual Improvement, a private consulting firm dedicated to the continual improvement of employees, organizations, and communities. Dr. Goetsch welcomes feedback from his readers and may be contacted at the following email address: ddsg200l@cox.net. Stanley Davis is Professor of Quality Management at Okaloosa-Walton Community College and CEO of Stan Davis Consulting.

Von der hinteren Coverseite

Customer service is a critical issue for organizations attempting to survive and thrive in the competitive arena of global business. Effective Customer Service: Ten Steps for Technical Professions treats the subject of customer service from the perspective of engineering, manufacturing, construction, and other technical professions.

This step-by-step guide

• makes the case for becoming a customer-driven company
• provides a ten-step model for achieving effective customer service
• explains those steps in detail

Details zur Ausgabe

• Verlag: Financial Times Prentice Hall
• Erscheinungsdatum: 2003
• Sprache: Englisch
• ISBN 10: 0130485292
• ISBN 13: 9780130485298
• Einband: Tapa blanda
• Anzahl der Seiten: 312
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Riccardo Bacigalupo; riccardo.bacigalupo@sanoma.it; ; Sanoma Italia Via Arconati, 1 �; Milano; 20135; Italien